Operational Performance Lead, Managed Full-Service (m/w/d)

Hyatt Hotels Corporation; United States; On-site; USD 124,000 - 169,000; Full time

Benefits offered by this job

Annual free Hyatt hotel stays

Colleague hotel rates globally

Flexible work arrangements

Learning and development via Hyatt myL

Job summary

Hyatt is hiring an Operational Performance Lead for EAME with a focus on driving performance across Essentials & Full-Service Managed hotels. You will prepare content for hotel leaders, identify opportunities, and lead initiatives to enhance efficiency, guest satisfaction, profitability and compliance.

The role requires collaboration with Commercial, Finance, IT and HR teams to implement brand standards and best practices across the regional portfolio.

Qualifications

• Demonstrated experience in a similar field, industry, or other equivalent business/ function role
• Demonstrated experience in full-service hotel operations, including Rooms and/or F&B
• Proficiency in using hotel operational systems and tools (HySat, Colleague Advantage, Opera, Medallia Concierge, BOB/ HyGeo, Citrix, HotSOS, Reserve, Tableau).
• Experience with Microsoft 365 applications including Teams, Excel, PowerPoint, Word and Co-Pilot
• Data analytics and performance reporting skills to identify trends and recommend actionable strategies
• Strong track record of enhancing guest satisfaction through innovative service delivery improvements

Responsibilities

• Provide support to Select & Full-Service General Managers and the Leadership Committees, ensuring they have knowledge of resources needed to be successful in their role
• Serve as an additional layer of support alongside other Hyatt organizational departments, such as Commercial, Finance, IT, and HR, partnering to align programs
• Leverage data insights to prioritize support for underperforming hotels and provide action plans to senior leadership
• Support handling of escalated tickets from Global Property and Guest Service Team (GPS)
• Communicate effectively and provide training on Hyatt Brand Standards
• Develop content and oversee internal resources on intranet, curated for the global portfolio of hotels
• Lead innovative operational projects & pilots
• Develop content and host engaging presentations, ensuring clear & consistent messaging of key initiatives and operational priorities
• Engage hotels proactively to help them effectively focus on metrics that are trending in a negative direction, with a heavy focus on Rooms and F&B Operations
• Participate in property visits and consulting assignments
• Drive continuous improvement through technology and data insights

Skills

Data analytics

Guest satisfaction

Leadership

Training delivery

Education

Bachelore27s degree in hospitality management

Tools

HySat

Colleague Advantage

Opera

Medallia Concierge

BOB/ HyGeo

Citrix

HotSOS

Reserve

Tableau

Job description

Close Inclusive Collection Job Postings Notification

"I believe successful people are the ones who take the initiative to learn, unlearn and relearn. It’s important to constantly challenge your knowledge and step out of your comfort zone."

"I believe successful people are the ones who take the initiative to learn, unlearn and relearn. It’s important to constantly challenge your knowledge and step out of your comfort zone." Peggy Focheux Duval: Director of Learning & Development, France

Operational Performance Lead, Managed Full-Service (m/w/d)

Regional Office - EAME

Hotel Operations

Professional Staff/Corporate

Full-time

Spain, United Kingdom

Local

Summary

Who We Are

At Hyatt, we believe in the power of belonging and creating a culture of care, where our colleagues become family. Since 1957, our colleagues and our guests have been at the heart of our business and helped Hyatt become one of the best, and fastest growing hospitality brands in the world. Our transformative growth and the addition of new hotels, brands and business lines can open the door for exciting career and growth opportunities to our colleagues.

As we continue to grow, we never lose sight of what’s most important: People. We turn trips into journeys, encounters into experiences and jobs into careers.

Your Role

As an Operational Performance Lead, you will play a proactive and strategic role in driving performance across Hyatt’s Essentials & Full-Service Managed hotels in EAME. This includes not only ensuring that new General Managers & the Leadership Committee are thoroughly prepared and equipped for their roles, but also actively identifying opportunities and implementing initiatives to enhance operational efficiencies, guest satisfaction, profitability, and compliance. You will prepare and review property-level support content, distill mission-critical information for hotel leaders, and anticipate challenges to provide solutions before they impact results. In addition to supporting hotels and promoting brand standards, you will also lead special projects & training aimed at improving hotel performance, working collaboratively with other departments to drive successful outcomes.

Location:ThispositionisbasedineitherGermany,SpainortheUK.ThesuccessfulcandidatemusthavethelegalrighttoworkintheEuropeanUnionorintheUK.

Your Responsibilities

Provide support to Select & Full-Service General Managers and the Leadership Committees, ensuring they have knowledge of resources needed to be successful in their role

Serve as an additional layer of support alongside other Hyatt organizational departments, such as Commercial, Finance, IT, and HR, partnering to align programs

Leverage data insights to prioritize support for underperforming hotels and provide action plans to senior leadership

Support handling of escalated tickets from Global Property and Guest Service Team (GPS)

Communicate effectively and provide training on Hyatt Brand Standards

Develop content and oversee internal resources on intranet, curated for the global portfolio of hotels

Lead innovative operational projects & pilots

Develop content and host engaging presentations, ensuring clear & consistent messaging of key initiatives and operational priorities

Engage hotels proactively to help them effectively focus on metrics that are trending in a negative direction, with a heavy focus on Rooms and F&B Operations

Participate in property visits and consulting assignments

Drive continuous improvement through technology and data insights

Qualifications

Your Qualifications & Experience

Experience Required:

Demonstrated experience in a similar field, industry, or other equivalent business/ function role

Demonstrated experience in full-service hotel operations, including Rooms and/or F&B

Proficiency in using hotel operational systems and tools, with experience using systems such as HySat , Colleague Advantage, Opera, Medallia Concierge, BOB/ HyGeo , Citrix, HotSOS , Reserve, Tableau-based applications preferred

Experience Preferred:

Bachelor’s degree in hospitality management or a related field

Experience with Microsoft 365 applications including Teams, Excel, PowerPoint, Word and Co-Pilot

Data analytics and performance reporting skills to identify trends and recommend actionable strategies

Strong track record of enhancing guest satisfaction through innovative service delivery improvements

How We Care for Our People

What sets us apart is our purpose—to care for people so they can be their best. Every business decision is made through the lens of our purpose, and it informs how we have and will continue to support each other as members of the Hyatt family. We’re proud to have earned a place on Fortune’s prestigious 100 Best Companies to Work For® list for the last ten years. This recognition is a testament to the tremendous way our Hyatt family continues to come together to care for one another, our commitment to a culture of inclusivity, empathy and respect, and making sure everyone feels like they belong.

We’re proud to offer the following benefits:

Annual allotment of complimentary stays at Hyatt hotels worldwide

Attractive colleague, friends & family hotel rates globally

Flexible work arrangements to support work–life balance

Access to a wide range of learning and development opportunities through Hyatt’s myLearning platform

Thompson Palm Springs | Palm Springs , CA , US

Our family is always growing. Want to be in the know?